Paul M. De Sousa
8842 Bainbridge Drive, Daphne, AL 36526
Phone: (440) 334-4625
Results-driven Operations, Account Management, Customer Service, and Inside Sales Professional leveraging 25+ years of global contact center management success ♦ Client management and key account retention expert ♦ Trusted advisor to high-profile clients ♦ Operations efficiency specialist, implementing best practices and improving KPIs ♦ Creative leader, building and managing peak-performance teams ♦ Skilled technology analyst, introducing leading-edge solutions ♦ Top performer who thrives in high-expectation, high-stress environments ♦ Confident, take-charge executive with exceptional follow through ♦ Articulate communicator, building rapport and trust across all levels ♦ Accomplished leader, known for high integrity and a strong work ethic ♦ Enterprise change agent, creating strong “success-based” cultures
P&L management ♦ LEAN Six Sigma methodologies ♦ Customer acquisition, retention, and loyalty programs ♦ Multi-site management ♦ Start-ups/turnarounds ♦ Root cause analysis ♦ Key account management ♦ Customer experience best practices ♦ Process re-engineering and change management ♦ Application engineering ♦ Vendor management ♦ Benchmarking and performance metrics ♦ Top talent selection, training, and mentoring ♦ Productivity and process improvement ♦ Fully committed to exceeding customer expectations ♦ Employee engagement ♦ QA ♦ WFM ♦ Employee attrition improvement strategies ♦ Warranty management ♦ Solid record of igniting stagnant business and transforming declining operations ♦ Multi-channel service delivery ♦ Analytics ♦ Forecasting and reporting ♦ Resource planning ♦ Consistent record of achieving unprecedented results
RED LION CONTROLS Mobile, AL
A global industrial measuring/control instrument manufacturer. As the expert in communication, monitoring, and controls technology for industrial automation and networking, Red Lion employs 400 in 15 offices in the Americas, Asia-Pacific, and Europe. A division of $1.7B Spectris, the company has 1,000 distributors worldwide, serving the oil/gas, utilities, automotive, food/beverage, water packaging, electronics, mining, transportation, and aerospace industries.
Global VP, Customer Service Operations – Jul/2014 to Present, Report to Company President. Hired to build and manage 2 service centers (79 FTEs), providing inbound and outbound sales, customer care, back office, and tech support. Responsible for 8 key customer accounts spanning 3 LOBs in the manufacturing, retail, military, oil/gas, automotive, and environmental verticals. Direct oversight for inside sales, application/sales engineering, tech support, customer care, and order fulfillment. • $7.5MM P&L accountability, managing 79 direct reports. • Grew accounts from 12pts gross margin to 22pts on $150MM in global sales, at peak. • Grew inside sales accounts from $22MM to $34MM in 3 years. • Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. • Analyzed key data and touch points, lifting NPS and CES improvements by 30%. • Designed training/process-based VOC/QA programs, reducing annual employee attrition from 25% to 5%. • Implemented Six Sigma LEAN business/service workflow methodologies and journey mapping, driving efficiency and continuous improvement, and reducing cost-per-contact by 25%. • Designed/implemented multiple technology launches, including new ERP and CRM technologies. • International experience in this role includes EMEA, SAARC, APAC, and Central/Latin/North Americas). • Serve as client relationship manager; marquee clients include GE, Schlumberger, Halliburton, Disney Theme Parks, the US Military, all major auto brands, Tesla Electric Cars, and Allied Waste Management.
MOEN INTERNATIONAL North Olmsted, OH
A $1.4B manufacturer/distributor of residential and commercial kitchen and bath faucets and fixtures including spa system components, mirrors, safety accessories, garbage disposals, lighting, and filtration products to consumers, schools, offices, and healthcare facilities. The company sells its products through retailers and online.
Executive Director, Global Customer Service – Apr/2009 to Jul/2014, Reported to Company President. Served as service leader for consumer, distributor, and customer channels. Responsible for planning, organization, and direction of all service operations across 2 sites and work@home agents in 4 countries. Managed 3 LOBs and 291 FTEs. Responsible for all operational aspects, including staffing, training, customer care, order entry, tech support, trade support, warranty, compliance, IT, HR, and facilities. • $38MM budget, managing 16 direct and 275 indirect reports in the US, Canada, China, and Mexico. • Grew accounts from $966MM to $1.4B in 5 years despite extremely challenged market during the lowest “ease of doing business index” building period ever known. • Clients included Home Depot, Menards, Lowes, Lenar Homes, KB Homes, and Hovnanian. • Launched customer service social media team, delivering 4.2 stars (of 5 possible annual average) for support and product delivery. • Reduced cost-per-contact by 35% while increasing service levels, achieving 85% calls answered in :20 or less; 90% of emails answered/closed within 1.5 hours of receipt; and 88% first-contact resolution. • Led global consumer experience initiative to understand customer touch points, delivering remarkable NPR increase (from 50% to 78%). • Won Smart Business “World Class Customer Service Award” (2012-2013). • Earned Fortune Brands “President’s Excellence Award” for Fiscal Excellence (2011-2014). • Won “International Stevie Award” for Best-in-Class Call Center (2013).
THE MASONITE CORPORATION Tampa, FL
A $1.3B interior and exterior manufacturer of doors, door components, and entry systems. With 10,000 employees, the company operates 60 facilities in 12 countries across North America, South America, Europe, Asia, and Africa. Masonite produces 120,000 wood, fiberglass, and metal doors per day.
VP, Global Customer Service Operations – Feb/2008 to Apr/2009, Reported to COO. Responsible for reengineering and multi-site management of service operations, including order management, SIOP/production planning, and technical care/customer service. • Full P&L responsibility, managing 12 direct reports and 100 indirect reports. • Marquee clients included ProBuild, Home Depot, Lowes, Blue Links, and Huttig. • International experience included North and South America, Europe, the Middle East, and India. • Consolidated 15 North American sites into 4, delivering $6.2MM in annual corporate savings. • Leveraged current legacy ERP with low-cost front-end software, increasing productivity/accuracy by 10%. • Integrated traditional and cloud-based service-center technologies, including auto-email response, Web self-service, interactive HELP/FAQ, Natural Language Interface, and VoIP support. • Implemented ACD upgrade, VRU/toll-free authentication, CRM, and QA reporting.
THE JOHNS MANVILLE CORPORATION Denver, CO
A $3B subsidiary of Warren Buffet’s Berkshire Hathaway, the company manufactures commercial and industrial roofing systems, fire-protection systems, insulation, wall coverings, and flooring for the aerospace, transportation, acoustics, appliance, and HVAC industries. JMC operates more than 40 plants globally. Global Director, Customer Service – Sep/2004 – Feb/2008 Reported to Company President and GM. Business leader for strategic vision, design, and implementation of a services go-to-market strategy. Managed sales operations, account management, staffing, web service, order management, pricing, UAT, fulfillment, inventory, training, info-line, A&E support, field/inside technical support, warranty, and claims. • P&L responsibility for $35MM; managed 10 direct reports and 125 indirect reports. • Marquee clients included Home Depot, Lowes, and Menards. • International responsibilities included LATAM, Europe, and Asia. • Implemented SAP, PROS pricing tool, and online ordering; developed operational metrics, improving productivity by 15%, reducing SG&A by 15%, and increasing order accuracy by 25%. • Generated $100MM in annual inside sales revenue; grew account revenues by 10%. • Consolidated 9 centers into 2, reducing total seats from 144 to 125, improving productivity by 20% and C-Sat scores from 66% to 89%. • Drove 50% IFO growth through SKU/customer rationalization, pricing adherence, and OTD performance.
THE AMERICAN-STANDARD COMPANIES Piscataway, NJ
An $11.9B leading global manufacturer of bath, kitchen, and HVAC products serving North/South/Central America, Europe, and Asia, delivering products to a wide range of customers in both residential and commercial new construction and replacement/remodeling.
VP of Customer Care, The Americas – Apr/2000 to Sep/2004, Reported to Company President. Managed all operational aspects for the Americas market, including 5 in-house/outsourced service centers ($45MM P&L), providing logistics, supply chain, inbound 800-line telesales, customer care, order entry, pricing, UAT, literature fulfillment, field inspection, technical support, government sales support, warranty, and claims. Additionally, I led a $60MM Mexican Market. • Standardized operational metrics, increasing C-Sat scores from 75% to 91%, order accuracy from 96% to 99.8%, and first-shipment order fulfillment rates from 74% to 96%. • Consolidated 11 call centers into 5, reducing headcount by 30% and improving productivity by 35%.
PRIOR POSITIONS HELD
NETGROCER VP, Service Operations Jan/1999 to Apr/2001
VERIZON/BELL ATLANTIC MOBILE Senior Staff Manager Jan/1995 to Jan/1999
NORTH EAST MANAGEMENT COMPANY Project Director, Business Development May/1993 to Jan/1995
EDUCATION KEAN UNIVERSITY, Union, NJ Bachelor of Arts, Political Science
PROFESSIONAL DEVELOPMENT, NOTABLES
Training, certifications, and licenses include: - LEAN/Six Sigma Green Belt, Certified - Center for Creative Leadership - Agile Certified - Marine Captain’s License - Journey Mapping Command - Army War College
Professional associations: SOCAP, AFSMI, and ICMI EvaluServe/Circle of Experts, member Vista Research/Society of Industry Leaders, member
Willing to relocate domestically or internationally; able to travel up to 50%.
Speaking engagements have included: Conference presentations (SOCAP, AFSMI, ICMI) and customer meetings US Constitution-themed speaking engagements
US citizen, willing to travel internationally, holding current passport.